Refund and cancellation policy

This policy applies to paid Desktop Nestcore engagements: Aftersales Analytics Reviews, Dealership Dashboard Commissions, Service-Lane Performance Briefings, and Parts and Warranty Visibility Audits. It does not cover third-party software licences or products we do not sell.

Eligibility

Refunds depend on how much preparatory or delivery work has started, the engagement type, and the notice you provide. Informational site content and unanswered enquiries carry no charge and no refund concept.

Deposits

Project engagements typically require a 40% deposit. Deposits secure scheduling and cover early discovery. Deposits become non-refundable once kick-off interviews or extract review have begun, except where we cancel the engagement.

Briefings

Service-Lane Performance Briefings invoiced on booking may be cancelled for a full refund if you give at least five business days’ notice. Cancellations inside five business days forfeit 50% of the session fee. No-shows without notice are non-refundable. Rescheduling once at no charge is allowed with three business days’ notice; later changes may incur a reschedule fee of 15% of the session fee.

Reviews, commissions, and audits

If you cancel before any discovery work begins, we refund fees paid minus a 10% administrative charge. After discovery begins but before final read-out or handover, we invoice for work completed on a time-and-materials basis at our standard day rate and refund any unused prepaid balance. After final deliverables are presented, fees are non-refundable.

Work already started

“Started” includes stakeholder interviews, extract profiling, on-site visits, wireframing, or drafting findings. Materials purchased specifically for your engagement (for example specialised print packs) are non-refundable once ordered with your approval.

Our cancellation

If we must cancel for reasons within our control, you receive a full refund of amounts paid for undelivered work, or the option to reschedule at no additional fee.

Processing

Approved refunds are processed within fourteen business days to the original payment method unless we agree otherwise in writing. Bank or card processing times may add delay beyond our transfer date.

How to request a refund

Email info@desktop-nestcore.click with your invoice number, engagement name, and reason. You may also call +85225256830. We confirm receipt within two business days.

Exceptions

Statutory rights under Hong Kong law that cannot be excluded remain unaffected. Custom scopes written into a signed proposal may modify these terms for that engagement only.